Product

Core Services

Hotel reservations
eLong offers a choice of more than 17,000 hotels in almost 618 cities in China and 120,000 hotels in more than 100 countries throughout the world. Through long-term and stable cooperation with partner hotels, eLong provides hotel booking services at very competitive rates. Additionally, through Expedia's private-label WWTE system customers have easy access to a wide selection of discounted hotels and famous global brands in 720 worldwide destinations.

Flight bookings
eLong has established long-term, stable cooperation with the majority of domestic and major international airline companies as well as flight ticket agents all over China. To date, eLong's ticket service network covers over 80 major cities in China including Beijing, Shanghai, Guangzhou and Shenzhen. To better serve our customers, eLong launched free ticket itinerary delivery services for flight booking across the major cities in China.

Other Services

eLong Membership/Affiliate Cards
In addition to issuing the eLong Member card, VIP card and Elite card, eLong has partnered with a variety of enterprises to offer value-added services for its members. To date, customers of China CITIC Bank, Hainan Airline, China Unicom, Yahoo!, Motorola and other companies have enjoyed premier services offered by eLong.

Service Platform

Customer Service
Customer Service is one of the most fundamental elements for the continuing development and sustainablity of eLong. In our new company culture, ''Service'' is among one of the 3 foundational pillars of excellence: People-Service-Profit.

''Let customers experience outstanding eLong service every time'' is our service promise. We focus on providing the ''Right Service'' at the ''Right Time'' and make every effort to beat customer expectations in terms of service quality. Our Customer's Satisfaction ratings continue to improve and we will relentlessly focus on this foundational pillar of excellence.

Call Center
With an 800 member staff, eLong's call center is among the largest and most advanced in China, and it is equipped with sophisticated CTI technology and systems. eLong devotes itself to optimizing business policies and procedures as well as understanding and categorizing customer segments in order to serve better. High quality management and a persistent focus on service excellence are key to our continued success.

Technical support
As one of the core departments at eLong, our Technology team brings together fast and efficient tools with the safe and stable support necessary for customers to get the best travel product at competitive prices. With one of the most advanced travel booking platforms in China, eLong offers diversified search options, a variety of competitive products and several secure payment methods. This flexibility enables us to serve and add value to a wide spectrum of consumers.

eLong Website is a sophisticated travel service platform based on the advanced User Experience design and technology. In addition to online booking services, the customer can also enjoy many leading features including our Hotel 360-degree Virtual Tour, dynamic air ticket searching system and Low Fare Calendar. Through cooperation with Google, eLong has launched a new map searching function that offers better user experience for hotel booking.

eBooking is an internally developed connectivity platform between eLong and partner hotels. Reservations and confirmations are transmitted online to/from the hotels, which results in cost and time efficiency as well as improved customer service.

MIS(Management Information System) is an integrated information management system which manages customer data, market resources, business records and other comprehensive data. Detailed information and consumption habits of each customer are recorded. With greater knowledge of customer needs and preferences, this system supports individualized and personal services.

Distribution channels

In addition to marketing efforts in over 50 major Chinese cities, eLong has cooperated with telecommunications companies including China Mobile, China Unicom, China Telecom and CNC, airline companies including Air China, China Eastern, China Southern, and Hainan Airlines, banks including Bank of China, ICBC, CCB and CMB, as well as insurance companies including Ping An Insurance, China Life Insurance and Taikang Insurance to issue membership cards that provide travel services to their clients. More than 4,000 agents have established partnerships with eLong to market eLong services. Through web, vision media and marketing activities, eLong is combining multiple channels to market and promote its products.

By exclusive partnerships with well-known websites like Google.com, Baidu.com, qq.com, Vnet.cn and online.sh.cn, eLong has attracted a wide range of visitors. At the same time, eLong has expanded its distribution channels through affiliate websites. Varied travel resources, well-run websites, and strong customer service performance have enabled eLong to cater successfully to customers throughout the world.

In 2005, with cooperation from VISA, eLong implemented a secure and quick online payment system that guarantees protected purchases online. With cooperation from Alipay.com in September 2008, eLong set up multiple online payment systems i that use Credit Card, Debit Card, or Alipay Account to make online payment transactions. These multiple online payment systems bring more convenience to customers and help to expand our business. Today, an interactive, well-run and globally covered marketing network has been established.